Century West BMW

Do not buy the Tire & Wheel Protection plan — or any other protection plans — from HAIK. I got a flat tire while in Santa Barbara and brought my car to the BMW dealership for repair. I was told I needed to manually submit a reimbursement claim, which I did immediately. Three months later, the claim was denied because apparently the claim had to be approved BEFORE the tire was even removed from the car. Who realistically waits around for claim approval before allowing a dealership to repair a flat tire? None of this was ever explained during the sales process. The focus seemed to be on selling additional protection products and increasing the overall purchase price, not explaining how difficult the claims process actually is. When I called to discuss it, I was basically told “too bad” and that I should have read the fine print more carefully. Extremely disappointing experience.

A Frustrating, Dismissive Experience That Cost Us Confidence in This Dealership We have been customers of Century BMW and returned recently expecting the same level of care you'd associate with a premium brand. What we received instead was a lesson in how not to treat loyal customers. The Background We brought our vehicle in after the check coolant level indicator appeared — the same issue we had addressed at this dealership just weeks prior. Given the history, we felt returning to Century BMW was the right call. What followed was a multi-day wait before receiving a diagnosis: a coolant system pressure test had revealed multiple leaks throughout the system. When we asked the natural question — is this covered under the previous repair? — we were told the new leaks were in a "different part" of the coolant system and therefore not covered. The estimated repair cost: $15,000. We declined and requested our vehicle be prepared for pickup. Where Things Got Worse Days passed before we were notified the car was ready. Upon arrival, the service team initially brought us the wrong vehicle. We then waited an additional 20 minutes before our car was finally brought out — at which point we discovered new damage to the vehicle. When we raised the damage with the service team, the response was not accountability. It was deflection: we were told they would not address the damage while the coolant system remained unrepaired. That is not a policy. That is an excuse. The Moment That Said Everything Our service advisor, Doug, offered us what he clearly intended as a helpful analogy — a story about a little boy and a toy train, where each time one piece was fixed, something else would break, and eventually it was simply time to move on. We appreciated the storytelling, Doug. But our vehicle is under 10 years old with under 100,000 miles. That analogy was not wisdom — it was a signal that the goal was to move us toward a new car purchase rather than to actually solve our problem. Empathy means meeting the customer where they are, not nudging them toward the outcome that's most convenient for the dealership. Our Assessment Throughout this process, Doug was consistently unhelpful, short, and condescending. There was little acknowledgment of our frustration, no genuine effort to explore solutions, and no accountability when damage was found on our vehicle at pickup. We are not asking for perfection. We are asking for what every BMW customer deserves: transparency, professionalism, and basic human respect. We would strongly encourage anyone considering Century BMW's service department to proceed with caution — and to document everything before and after every visit.

Never responded to my request. And, the car is still listed on cars.com. Seems like a placeholder only.

I had one of the most disappointing car shopping experiences I’ve ever had at Century West BMW. I reached out about potentially getting into an X5M because I’m unhappy with my current GLE63S lease. I provided my VIN and was completely transparent about my current payment of $2,314/month. After discussing options, I was called back and told there was an “amazing deal” on an XM — $1,680/month with $5,000 down. I specifically asked to confirm that this was the real out-the-door structure before coming in. I explained that my mom works until 3 p.m. and is exhausted after work, and I didn’t want to waste either of our time if the numbers weren’t accurate. I was assured that was the deal and encouraged to come in. When we arrived, the numbers presented were $2,680/month with $5,000 down — nowhere close to what was quoted. After going back and forth, the “best” offer became $2,499/month with $5,000 down at 10,000 miles per year. Then, after re-verifying payoff information that had already been provided, the payment jumped again to roughly $3,100/month. The justification given was that it was a 36-month lease versus my current 51-month lease. However, the entire reason for visiting was because we were told there was a significantly better and more affordable structure available. It felt like we were given unrealistic numbers just to get us into the dealership, only to be presented with something completely different once we arrived. That’s not how you build trust with customers — especially when dealing with high-end vehicles and serious buyers. I purchase and lease luxury vehicles regularly and value transparency. Unfortunately, this experience lacked it. Based on this interaction, I would look elsewhere, such as BMW of Calabasas or Rusnak BMW, before returning here. Very disappointing experience.

I had one of the most disappointing car shopping experiences I’ve ever had at Century West BMW. I reached out to Matia about potentially getting into an X5M because I’m unhappy with my current GLE63S lease. I provided my VIN and was completely transparent about my current payment of $2,314/month. After discussing options, I was called back and told there was an “amazing deal” on an XM — $1,680/month with $5,000 down. I specifically asked to confirm that this was the real out-the-door structure before coming in. I explained that my mom works until 3 p.m. and is exhausted after work, and I didn’t want to waste either of our time if the numbers weren’t accurate. I was assured that was the deal and encouraged to come in. When we arrived, the numbers presented were $2,680/month with $5,000 down — nowhere close to what was quoted. After going back and forth, the “best” offer became $2,499/month with $5,000 down at 10,000 miles per year. Then, after re-verifying payoff information that had already been provided, the payment jumped again to roughly $3,100/month. The justification given was that it was a 36-month lease versus my current 51-month lease. However, the entire reason for visiting was because we were told there was a significantly better and more affordable structure available. It felt like we were given unrealistic numbers just to get us into the dealership, only to be presented with something completely different once we arrived. That’s not how you build trust with customers — especially when dealing with high-end vehicles and serious buyers. I purchase and lease luxury vehicles regularly and value transparency. Unfortunately, this experience lacked it. Based on this interaction, I would look elsewhere, such as BMW of Calabasas or Rusnak BMW, before returning here. Very disappointing experience.

Excellent cordial service. Matias Khachatourian was amazing and attentive and was readily available. He was helpful

Don't waste your time; do your service elsewhere. I was supposed to have a service appointment today, and I changed my work schedule because of this. Someone called me and said they cant give me a loaner, and I need to reschedule. I said it's ok, let's reschedule. The person gave me some dates, and I chose an appointment for January 8, 3 pm. In a couple of minutes, a text came with an appointment confirmation on April 8 am. I had to call back again, waited on the line, spoke to four people, was transferred three times, and after that someone told me they cant even give me a loaner if my appointment is at 3 pm. I cant come earlier, I need to go to work. This is a complete waste of time. Do not go there for service.

We have owned 7 BMW's over the past 30 years. Many of them purchased from Century West BMW. In the past year we have experienced severe rudeness and unhelpfulness from the service department. Lately in our NEW X5 hybrid had a leak in it during the last rain. The service department is telling us that it is our fault and will not cover it. The worst part is that they have the car and tell us they will keep it until we pay the $3,000 bill. Now I am forced to call customer relations, other dealerships and managers. The person we are dealing with is Steve Smithson. He is NOT helpful one bit.

Wrong transmission type on car searching Apps. very difficult to Find what I want when Somebody is careless about entering and information

Just bought my car less than 6 months ago and I unfortunately got a nail in my tire. When I arrived at my appointment, they advised they did not have this tire in stock and that they would be ordering more but that I would need to wait until this afternoon or come back tomorrow. The service advisor said I didn’t have warranty for the almost new tire, my car had less than 4K miles. He advised that I would paying full price for a brand new run flat tire and I was willing to pay it however the inconvenience of having to stay a full day at the dealership because they didn’t carry the tire and not offer a loaner car was outrageous considering this place didn’t inform me of that until I got to the dealership so I said I would try another dealership. Brian said he would be ordering some anyway in case I wanted to come back the next day. I left disappointed and irate. Later on that day I called several times to try to get a hold of Brian but no one there could transfer me to his direct line. I asked to be transferred to the service manager but all I got was their voicemail. After calling 5 or six times I was finally able to get the parts department on the phone where I found out the tire was never ordered. I was upset at the fact that Brian lied to me about ordering the tire. I was also upset at how he handed me the keys to my car which was parked in a tight spot instead of pulling my car forward like other bmw dealerships. Overall, the service is way below any other bmw dealership I’ve been to. Save yourself the headache and opt for any other bmw dealership. This place has horrible service.